atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi Eric, this is because some Roles are mutually exclusive. For example, a person cannot be both an employee (Authorized Contact) and an external consultant (3rd Party Contact) for the same site.  Similarly, Dial Home roles should be mutually exclusive. For example, a person should not be a Dial Home - Primary and a Dial Home - Alternate for the same site. However, a user could have both a Relationship role (Authorized Contact or 3rd Party Contact) and a Dial Home role (Dial Home - Primary etc) for the same site.

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HienHo
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

In regards to the capacity usage feature; what is the frequency that this parameter gets refreshed or updated - Daily / Weekly / Monthly?

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi Hien, great question - the Capacity data is information gathered from the Connect Home files that we receive from the product.  Therefore the values in the Capacity column will be as current as the most recent dial-home from the product.  We display the last Connect date in the My Products table as well, which will give you a good indication of how recent the data is.  Thanks!

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HienHo
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Ok, thanks Amy. One more question if you don't mind. Under Company Administration will we be able to manage the site administrors or will that be down the road?

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi Hien, no you will not be able to assign site administrators. That will still have to go through the support@emc.com distribution list. We do have plans on implementing this in the future where customers can request admin rights with their current administrator. This functionality will allow company administrators the option to deny or approve request.

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Dave137
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration


Hi Stephanie,

How can we find more details on the recent release?

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katherine3
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

hi,

I received this question from the field:

For Company Admin: How are a parent and a subsidiary company handled? Does the parent company manage the accounts for the subsidiary or is the subsidiary managing only their own accounts?  What exactly is the process, any formal document we can pass to the customers?


thx

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katherine3
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Another Question:

For Company Admin: Can you change the email address for any of the contacts? including the master admin and the site admins?

thx

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katherine3
1 Copper

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Another question posted on behalf of a senior field engineer:

"We frequent encounter issue when use IE to access support.emc.com KB and it report security issue. When we try other’s browser, e.g. chrome, Firefox have no issue. We have contacted IT for help but just suggest to IE cache and retry, it sometime work but sometime not work. I have attached the IE version for your reference. Please help to report this to corporate to further improve this. Thanks  a lot."

thxIE.png

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atower
1 Nickel

Re: Ask the Expert: Using EMC Online Support proactive services and company administration

Hi, for more information on the latest release, please see the overview documentation posted in the Your Support Experience forum here:  November 2013 Online Support Experience Releases Overview  This should provide you with a good summary of the new features that were released, and if you have any questions, feel free to come back here and ask!  Thanks!

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